Contact & Account Management

Customer Contract Management

Management of contracts made with customers. Contract management includes negotiating the terms and conditions in contracts and ensuring compliance with the terms and conditions, as well as documenting and agreeing on any changes or amendments that may arise during its implementation or execution.

Product & Price List Management

Enter product/part numbers and manage the prices associated with them. Typically functionality allows users to add products and prices to opportunities and quotes if these modules are provided within the same system.

Quote & Order Management

Allows users to create a quote to be provided to a customer that contain at least products, prices and associated discounts. Order management allows users to process orders that contain products, prices and associated discounts.

Campaign Management

Optimizes the process for organizations to develop and deploy multiple-channel marketing campaigns to target groups or individuals and track the effect of those campaigns, by customer segment, over time.

Lead Management

Allows users to manage and track leads though a process. The lead process typically involves steps such as: 1. Lead Generation, 2. Customer Inquiry, Inquiry Capture, Lead Filtering, Lead Grading, Lead Distribution and Lead Qualification.

Marketing ROI Analytics

Call Center Features

Allows customer support professionals access to all information required to support the customer including customer information, case history and related customer social activity. Common features include: call recording, analytics, workforce management, call script management, and compliance management.

Reporting

Dashboards

An easy to read, often single page, real-time user interface, showing a graphical presentation of the current status and historical trends of an organization’s Key Performance Indicators (KPIs) to enable instantaneous and informed decisions to be made at a glance

Social Network Integration

Use public social networks to listen and engage with customers. Allows users to filter what’s important and respond quickly. Often this functionality allows questions and requests from customers on social networks to case management.

Social Collaboration Features

Enables multiple users to interact by sharing information to achieve a common goal. Social collaboration focus's on the identification of groups and collaboration spaces in which messages are explicitly directed at the group and the group activity feed is seen the same way by everyone

User, Role, and Access Management

Performance and Reliability

Software is consistently available (uptime) and allows users to complete tasks quickly because they are not waiting for the software to respond to an action they took.

Not enough data available

Customization

Allows administrators to customize to accomodate their unique processes. Includes ability to create custom objects, fields, rules, calculations, and views.

Not enough data available

Workflow Capability

Automates a process that requires a series of steps that typically require intervention by a several different users. Administrators can write rules to determine who and when a user needs to complete a step. Also includes notification of users when they need to take action.

Not enough data available

Internationalization

Enables users to view and transact business with the same content in multiple languages and currencies.

Integration APIs

Application Programming Interface - Specification for how the application communicates with other software. API's typically enable integration of data, logic, objects, etc with other software applications.

Not enough data available

Data Import & Export Tools

Ability to input, modify and extract data from the application in bulk through a structured file.

Not enough data available

Breadth of Partner Applications

To what extent are there partner applications readily available for integrating into this product? Partner applications typically provide complementary, best of breed functionality not offered natively in this product.